FAQ

In practical terms, use these answers as a quick guide to the store experience; the published policy pages remain the full reference.

Where can an order be delivered, and is standard shipping free?

When more detail is useful, we ship only within the United States, and free standard shipping applies to every U.S. order.

What is the usual timeline from order placement to delivery?

For policy guidance, Processing takes 1–2 business days and standard transit normally takes 4–6 business days.

May I request a return or an exchange after delivery?

Within the store policy framework, Yes. We offer a 30-day no-reason return and exchange period after delivery.

How will I receive shipment tracking?

In this summary, Yes. A tracking number is provided after every order ships.

What types of products are offered?

As a general rule, the live catalog features skincare products, including facial cleansers, targeted facial serums and solutions, hydrating and moisturizing care, exfoliating care, eye-area care, and facial oils. Each product listing provides its applicable use, care, and safety information.

How are cancellation requests handled before and after shipment?

For a clearer overview, you may request cancellation before shipment. After shipment, the Refund Policy applies.

Which card networks are eligible, and what is the checkout currency?

For immediate reference, Payments are in USD. Eligible cards include Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover.

When should I expect an approved refund on the original payment method?

For customer reference, an approved refund is issued to the original payment method and normally appears in 5–10 business days after issuance.

Are taxes collected when the law requires them?

To clarify the customer-care standard, Taxes are collected as required by applicable law.

Which product categories are excluded from no-reason returns?

Under the applicable policy, Custom-made goods, clearance items, gift cards, and opened intimate or hygiene-sensitive items are non-returnable, subject to applicable consumer protections.

Who is responsible for the prepaid return label?

For a concise answer, the merchant pays return shipping for both no-reason returns and damaged, defective, incorrect, or other quality-issue returns by providing a prepaid return shipping label.

Merchant and Customer Care Information

In this summary, Store name: The Ordinary

For immediate reference, Contact email: Support@theorrdrnay.shop

Within the store policy framework, Phone: (980) 753-2146

To clarify the customer-care standard, Physical and return address: 346 2nd Ave, Chesapeake, OH 45619, US

For a concise answer, Customer care hours: Monday to Friday, 9:00 AM–5:00 PM (America/New_York).